Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. The problem, however, is those efforts are wasted if the new connections don’t stick. Customers expect (and deserve!) personalized, convenient, and fulfilling experiences. If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Bill Quiseng

NOVEMBER 8, 2023

For several weeks, starting last October, I offer each one of the Rule of Three QUI Takeaways to revolutionize CX. Why only three? Because nobody can remember Number Four. Who is the first President of the United States? Surely, George Washington. Who is Number Four? Who is the first person to walk on the moon? Neil Armstrong, of course. Who is Number Four?

Customer Service Representative 88

Customer Service Representative Customer Care Social Media Loyalty 88

CX Accelerator

NOVEMBER 7, 2023

By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. It’s at that point I realized that I never received an email from the airline after booking my flight. Nearing full-on panic, I was relieved to see that they had charged my credit card.

Customer Centricity 316

Customer Centricity Airlines Net Promoter Score Books 316

ShepHyken

NOVEMBER 7, 2023

Recently, I wrote two articles for my weekly Forbes column that paid homage to Abraham Maslow, the American psychologist who created what is referred to as Maslow’s Hierarchy of Needs. The articles were so well received that I wanted to share shorter versions here with our Shepard Letter subscribers. Over the years, I’ve observed customer behavior, and some of my conclusions were confirmed by my customer service and CX research, known as the Achieving Customer Amazement Study (sponsored by Fiv

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Workshop Customer Service Training Customers Reference 96

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

eglobalis

NOVEMBER 8, 2023

How to create better business outcomes through CX design , customer experience design The post How to create better business outcomes through CX design appeared first on Eglobalis.

Customer Experience Design 124

Customer Experience Design Customer Experience Measurement Customer Relationships 124

Experience Investigators by 360Connext

NOVEMBER 7, 2023

Are your part-time employees delivering the customer experience you want? They can be! In this episode, Jeannie Walters shares actionable strategies to help your part-time workforce understand the importance of a top-notch customer experience. From fostering a culture of customer feedback to implementing a Service Code, she guides you through the process of aligning your customer service with your overall customer experience mission.

Culture 143

Culture Feedback Customer Experience Customer Service 143

ShepHyken

NOVEMBER 6, 2023

Top Takeaways: Customer feedback is crucial for businesses of all industries. By actively seeking and analyzing feedback, businesses can identify areas of improvement, make informed decisions, and ultimately enhance their overall customer experience. Technology, such as feedback kiosks and tablets, provides a simple and non-intrusive way for customers to provide feedback.

Customer Satisfaction 133

Customer Satisfaction Retail Healthcare Feedback 133

BirdEye

NOVEMBER 7, 2023

Do you know what’s the one thing that is crucial in getting more sales? It is effective communication. As customers verify your brand’s reputation on top car review sites , you need to ensure that your email marketing strategy also delivers to meet their expectations. Car sales emails are a crucial part of that effective communication strategy.

Sales 113

Sales Automotive Advertising Demo 113

TechSee

NOVEMBER 7, 2023

Whirlpool’s leading UK consumer brand, Hotpoint, has made exemplary advancements in customer experience. NEW YORK and LONDON, November 7, 2023 — The 14th edition of the UK Customer Experience Awards, organized by Awards International, announced TechSee, the category leader in AI-powered digital customer experience automation, and their customer, Hotpoint (part of the Whirlpool Corporation) as a winner in this year’s program for use of TechSee’s Remote Visual Support techn

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2023 Customer Experience Call Center Innovation 124

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? How’s that for a few spicy thought starters? Does the answer to any of those questions put you on the edge of your seat? We hope so! At Totango Live! 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes!

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Customer Success Customer Journey Mapping 2023 Customer Journey 98

Kustomer

NOVEMBER 10, 2023

In today’s fast-paced business world, customer-centricity isn’t a luxury; it’s a necessity. To truly prioritize your customers, you must grasp their needs and deliver seamless, efficient, and proactive experiences every time. You require a smart, user-friendly customer service platform that seamlessly integrates data and AI, giving you a holistic customer view.

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Webinar Customer Centricity Innovation Customer Relationships 93

BirdEye

NOVEMBER 9, 2023

In today’s digital era, the online presence of insurance companies holds significant importance, especially on insurance review sites. It’s like using a treasure map that guides you straight to the heart of your customer’s thoughts and experiences. These platforms handle feedback, connect with customers, enhance services, and guide your company to success.

Insurance 109

Insurance 2023 Financial Feedback 109

Optimove

NOVEMBER 7, 2023

As marketers we need data at our fingertips to unlock customer insights, getting innovative ideas for engaging campaigns, and perfectly orchestrating communications to each customer. And then achieving all that at scale? Seems like a wish from our wildest dreams. That’s exactly what OptiGenie does. As your customers, marketing, and technology evolves, so too does Optimove’s AI.

Marketing 83

Marketing Multi-Channel 2012 Customer Journey 83

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

Zeisler Consulting

NOVEMBER 8, 2023

It was a long time ago that I first wrote about the difference between CS and CX. Here, define CS as Customer Support, Customer Service, Customer Success, or Customer Care (that last one is actually CC, but you get the drift). Yes, they’re all actually different among each other, so shouldn’t always be lumped in together as the same thing , but they’re all not CX per se, so I will just for this little article.

Contact Center 93

Contact Center Customer Care Insights Definition 93

SAP Customer Experience

NOVEMBER 7, 2023

How the Customer Data Platform is Redefining Retail By Peter Gergen, Solution Architect CX Currently, there is a transition from traditional retail experiences, characterized by generic product placements, impersonal offers and often frustrating checkout lines, to individually tailored customer experiences with a special focus on customer interests.

Retail 73

Retail Customer Insights Insights Customers 73

Brandwatch CX

NOVEMBER 8, 2023

The key to making the most of social media is listening to what your audience has to say about you, your competitors, and the market in general. Once you have the data you can undertake analysis, and finally, reach social business intelligence ; using all these insights to know your customers better and improve your marketing strategy. If you are a social media rookie, this list of the top free social media monitoring tools might come in handy.

Social Media 98

Social Media Metrics Demo Measurement 98

Optimove

NOVEMBER 9, 2023

Why It Matters: New data privacy regulations have made user acquisition in the social gaming market more difficult than ever before. Marketers must employ innovative Customer-Led Marketing strategies to attract new users, enhance their gaming experience, and boost revenue. The Big Picture: The rules are always changing when it comes to advertising in the social gaming space.

Advertising 72

Advertising Innovation Download Loyalty 72

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

Contact Center

ShepHyken

NOVEMBER 6, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How Removing the Mental Load for Customers Can Improve the Customer Service Experience by Brad Birnbaum (Fast Company) By alleviating the mental burden for your customers, you can not only enhance their satisfaction but also strengthen your brand’s reputation and customer l

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Article Customer Service 2023 Contact Center 66

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Pendo and Mixpanel, two leading solutions in the enterprise software market, give SaaS companies the power to track and analyze product usage across their customer base—creating a rich set of data and insights key to designing, iterating, and improving the customer experience.

Customer Retention 92

Customer Retention Customer Success Events Customer Journey 92

The DiJulius Group

NOVEMBER 6, 2023

Creating a signature brand experience isn’t just about what you do; it’s about how you make your customers feel. It’s the difference between a one-time transaction and a lifelong memory. At the DiJulius Group, we’ve honed a methodology that empowers brands to leave an indelible mark on their customers’ hearts and minds. Think of one.

Brands 94

Brands Article Customers Culture 94

BirdEye

NOVEMBER 10, 2023

Imagine a bustling mental health practice where patient demand is high. Prospective patients turn to online searches and reviews for the care they need. Genesis Counseling Center faced this challenge head-on and embraced the power of AI for reputation management to manage its customer communications. Our recent webinar, aptly titled, ‘Efficiency Unleashed: Streamlining customer communications using AI,’ for Birdeye VIEW 2023, unveils a real-life success story that demonstrates the in

Communication 57

Communication 2023 Customers Insurance 57

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Measurement

SaleMove

NOVEMBER 10, 2023

Here’s how the Glia Virtual Assistant has become one of the most trusted AI solutions in the financial services industry. The post Why The Glia Virtual Assistant Is Now Trusted by Over 100 Banks and Credit Unions appeared first on Glia Blog | Digital Customer Service Explained.

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Banking Financial Blog Customer Service 91

Beyond Philosophy

NOVEMBER 4, 2023

Colin sometimes struggles with a glass-half-empty disposition. He blames it on being born British. He felt it keenly when gathering the following 14 statistics for this episode. There are a mix of game-changing opportunities, including missed ones, and some acute risks facing organizations next year. Ryan is American, a population Colin characterizes with as a glass-half-full disposition.

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2024 2006 Customer Satisfaction Presentation 78

SAP Customer Experience

NOVEMBER 7, 2023

Welcome to the third part of the Passwordless authentication process with SAP CDC series. This blog series mainly focuses on how we implement the passwordless authentication using SAP CDC. This is a continuation to the Part 2 which explains how to implement one of the SAP CDC passwords less authentication.

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Blog Customer Experience Customers 85

BirdEye

NOVEMBER 8, 2023

If you want to gain more customers, you need to improve the quality of reviews you have across platforms. An essential part of such platforms are eCommerce review sites. This is where businesses are appraised, critiqued, and advocated for by customers. We all know the power of positive online reviews for businesses, but have you explored the full potential of the best sites for collecting eCommerce reviews?

Travel 57

Travel Hotels Social Media Healthcare 57

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Customer Engagement